Online Help

iiNet Mobile FAQs

This article will answer some frequently asked questions if you're thinking about getting iiNet Mobile. If you already have Mobile with us, you'll find some helpful setup and troubleshooting advice on iiHelp.

Can I sign up to iiNet Mobile without having any other iiNet services?

Yes, you can! Our mobile plans are available to everyone - just make sure you're ordering the right size of SIM card for your mobile handset.

Can I get a Business Mobile service if I only have a Residential internet service?

Yes, as long as you have a registered ABN.

What do I need for iiNet Mobile?

Once you have your iiNet Mobile SIM card, you’ll need a mobile handset that will work on an Australian mobile network and isn’t locked to a non-Optus provider. All handsets previously sold by iiNet were not locked to any network. If you’re not sure if your handset is locked, please check with the provider you purchased it from.

To use mobile data, you’ll need to make sure your handset supports the following:

GSM 900Mhz and 1800Mhz (required for 2G coverage)

900Mhz and 2100Mhz HSDPA (required for 3G coverage)

1800Mhz FDD-LTE and 2300Mhz TDD-LTE (required for 4G coverage)

Please note: If you use a BlackBerry handset, you will only be able to make and receive calls and SMS. BlackBerry Internet, BlackBerry Messenger and BlackBerry Email will not work with an iiNet Mobile Service.

How do I find out if there’s Mobile coverage in my area?

The Optus 3G network currently covers 98.5% of the Australian population. Optus is continually upgrading sites to provide 4G coverage on the superfast 4G Plus network – available in all capital cities and hundreds of regional and holiday towns across Australia.

What happens if I own a 4G service, but I'm outside the 4G coverage area?

Mobile devices are typically backwards compatible. That means that if a 4G network is unavailable, it will default to the 3G or 2G network.

What’s the difference between a 4G service and a 3G service?

A 4G network has the potential for much faster internet connectivity than a 3G service. Performance-wise this means less buffering, better audio quality, improved gaming experience and smoother streaming services with reduced lag

How long will my iiNet Mobile service take to activate?

New mobile numbers usually activate within 2 to 4 hours.

If you’re porting an existing mobile number to iiNet from another mobile provider, the process may take up to 72 hours. You can just leave your old SIM card in your handset and once it stops working, that’s your cue to switch to your new iiNet SIM card.

What is included and excluded from my monthly call and data inclusions?

What is and isn’t covered by your monthly call, messaging and data inclusions can be found in our Mobile Terms. For older plans, refer to the relevant Critical Information Summary available here.

How can I track my call and data usage?

You can monitor your usage by logging in to Toolbox using your iiNet username and password.

Please note: All data and call usage records may be delayed by up to 48 hours.

How is data usage recorded?

Data usage is recorded and charged in increments of 1 kilobyte. Both uploads and downloads are counted towards your monthly data quota.

All data usage will be displayed in the hour that the data session ends. For example, if you begin a data session at 1:35pm and finish at 2:25pm, all data usage for that session will be shown in the 2:00 - 3:00pm time slot in Toolbox, and the 1:00 - 2:00pm column will show no data usage.

Will I be notified before I exceed my included value/limit?

Yes. iiNet is required to notify you by email and SMS once you reach 50%, 85% and 100% of your monthly call/text value and monthly data limit. In the event that high usage causes you to reach multiple thresholds (e.g. 50% and 85% or even 50%, 85% and 100%) within the same 48-hour period, the notification for the higher threshold may be the first notification you receive.

Please note: All data and call usage records may be delayed by up to 48 hours.

What happens if I exceed my monthly call/text value?

If you exceed your call/text value, or make excluded calls/texts, your calls/texts will be charged in excess at the applicable call rates for your plan. All excess usage charges are billed in arrears for the previous month.

We will also notify you when you start to exceed your included plan value by $50, $100 and $150.

By default, once you exceed your included plan value by $200, we will restrict your Mobile service. This amount is known as an excess spend limit or unbilled usage limit and can be changed by calling us on 13 22 58.

What is excluded usage (e.g. premium services) and how is it billed?

Our mobile plans typically include certain types of usage, such as national SMS, or standard national calls, up to a certain value each month (or in some cases unlimited).

However, there are types of usage that are not included in plans, therefore they are excluded usage. All charges for excluded usage are billed in addition to your monthly plan fee, similar to excess usage charges if you exceed your monthly limit.

Some of the best examples of excluded usage are Premium services. Premium call/SMS services are often advertised on TV or in magazines. They require you to subscribe to the service by texting or calling their number (typically starting with ‘19’). iiNet does not provide nor apply additional charges for premium services; all premium service charges are passed on to you directly from the third party provider of those premium services.

You can see what's included or excluded in your plan and check the applicable rates in the Critical Information Summary for your mobile plan, available here.

What happens if I exceed my monthly data limit?

Excess data usage is treated differently depending on your mobile plan. If you’re on a grandfathered mobile plan, you might like to consider upgrading to a current plan to take advantage of the excess data blocks.

Current plans

Once the included data allowance in your plan is exceeded, excess data is automatically charged at $10 per 1GB block (usage rounded up, for example 1.1GB of usage would be counted as 2 x 1GB blocks, totalling $20.) Please note that excess data does not roll over to the next month.

You’ll receive an SMS each time a $10 data block is applied to your mobile service.

Once 10GB (or $100) of excess data charges have been accrued in the same month, we will restrict your Mobile service. This excess data limit cannot currently be changed, but you may call us on 13 22 58 to remove the restriction for that month and continue purchasing excess data if you want to.

*This rate may be higher on older plans – refer to the appropriate Critical Information available here for more information.

Excess data usage charges are counted along with excess calls/text charges for your unbilled usage limit. See the advice above for exceeding the monthly call/text value for more information.

Am I locked into a contract with iiNet Mobile?

No. There are no contracts associated with iiNet Mobile.

If you have an instalment plan for a mobile handset previously sold by iiNet and you decide to cancel your Mobile service before all instalments are paid, you’ll be charged the remaining unpaid amount in full.

Can I change my plan?

You can change your iiNet Mobile plan at any time in your Toolbox for no additional fee.

If you have one of our current plans, plan changes usually take effect within 24 hours. However, please note that if you are upgrading one of our discontinued mobile plans, the change may not occur until the beginning of your next billing period. Learn more.

How is iiNet Mobile billed?

Your monthly access fee will be charged one month in advance, and any excess calls or data usage will be charged in arrears.

All of our current mobile plans have a billing period from the 1st to the 1st of each calendar month. This may be different to the billing period for your other iiNet services, but you’ll still receive one monthly invoice listing charges with their applicable billing dates.

Note: Some grandfathered mobile plans were aligned to the billing period for your other iiNet services. This practice has been discontinued with our current plans.

If I change plans or activate a new SIM partway through the month, will I receive the full monthly quota?

No. You’ll receive a pro-rata quota for the exact number of days remaining in the current month. This affects any type of usage with a monthly quota.

For example, a plan with 2GB of monthly data is activated on 20 June. There are 30 days in June, so the full monthly quota will get broken down into approx. 66MB of data per day (2000MB divided by 30 days). This means that for the 10 days between 20-30 June, you would receive approx. 666MB (66MB x 10 days). As of 1 July, you would receive your full monthly quota as usual.

For plans with unlimited inclusions for certain types of usage (e.g. plans with unlimited Standard National calls) don’t worry – unlimited inclusions will not get reduced to a pro-rata quota.

How do I enable international roaming?

How do I enable international calls?

Calls to International numbers are disabled by default to minimise potential excess usage charges on plans which do not include monthly International calls. To make International calls, please log in to Toolbox and go to My Products > Mobile > Configure voice settings to turn off Outgoing call barring for International calls, then click the Submit button at the bottom of the page.

How do I enable the included features for my Mobile service?

This can be done by logging in to Toolbox. From here you will be able to see and modify all aspects of your iiNet Mobile service, with the exception of international roaming.

Is it possible to tether my phone?

Tethering allows smartphones to act as a WiFi hotspot for a computer or WiFi device to access the internet using your mobile data. By default, all iiNet Mobile plans have this feature enabled, however it may not work on some mobile devices.

iiNet does not recommend the use of tethering. If you choose to tether, be aware that the data used when tethering DOES count as part of your monthly mobile data allowance. Be careful to avoid excess data charges.

Please note: All data and call usage records may be delayed by up to 48 hours.

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